Community

q95 · ‎12-17-2020

I am trying to setup an account and I am getting the error "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."

The credit card is fine. What can I do to solve this?

elodiemar · ‎12-17-2020

It is not you it is them. My long standing account has service cut off claiming credit card no good although it pre authorized yesterday. Checked with my bank and all is fine. PM has a serious problem with card processing. Worse thing is my service is cut off completely.

q95 · ‎12-17-2020

I tried contacting live activation assistance at the link posted https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en But I was told they do not have access to my account?

So now I just sent a message to the Moderator Team using the link posted https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

I dont really know if my account is setup? Is my new public mobile SIM activated? I do not know how to check status of my account, or how far along it is setup.

kb_mv · ‎12-17-2020

@q95 wrote:
The text message from Public Mobile said to contact the forum moderator or use virtual assistant after block is removed.

Does virtual assistant actually retry the number porting or does it only send a message request to (someone?) for them to manually retry it?

Also how do I determine who the moderators are on this forum to contact one of them?

@q95 Contact the moderators at the following link with "Port Request" as subject. Leave your old sim in the phone.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

There is a relatively new procedure introduced by all cell companies to prevent fraudulent ports. You will receive a text SMS from your provider asking you to authorize the port. You have 90 minutes to reply. If you did not receive the SMS for whatever reason you can call 1-*** and have them fix the port. If you answered the SMS it can take a few hours for the port to complete. You can continue using your old sim until it stops working. Then insert your PM sim and you should be good to go.

Here is a link to a Public Mobile page on porting that may be useful:

https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

kselmak · ‎12-17-2020

Live assistance can help you with the port too.

You can also use your friend's referral code with them as well

Those are people who work in the stores usually but due to covid the made this as an alternative to stores

kselmak · ‎12-17-2020

We also have live activation assistance https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

q95 · ‎12-17-2020

I cant believe the problem was me typing incorrect credit number 😞

I was able to finish payment. And I believe my account was kinda(?) setup? But it looks like my phone number did not port over. I received a text message from Public Mobile, to my phone number I am trying to port, telling me I need to contact my provider and remove a number porting block. I actually do remember setting up number porting block a year ago with the provider after a friend of mine had their number ported without their authorization. So I called my provider, and removed the block. They told me to wait 2 hours for it to complete.

The text message from Public Mobile said to contact the forum moderator or use virtual assistant after block is removed.

Does virtual assistant actually retry the number porting or does it only send a message request to (someone?) for them to manually retry it?

Also how do I determine who the moderators are on this forum to contact one of them?

kselmak · ‎12-17-2020

Try using incognito mode

You could try different cars too

If you think your card may have been flagged by the system you could contact moderators about it, send the private message to Moderator_Team

kb_mv · ‎12-17-2020

@q95 wrote:
I am trying to setup an account and I am getting the error "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."

The credit card is fine. What can I do to solve this?

@q95 If you have tried too many times it will temporarily lock you out. You can wait an hour and try again or try the live activation help chat.